Customer Support Team Lead

6 months ago

Manchester, United Kingdom Street Group Full time

Manchester (Hybrid, up to 2 days WFH) | £26k-£30k

Street Group is one of the fastest-growing PropTech companies in the UK. We want to be the leading creator of delightful experiences for everybody involved in buying, selling, renting and letting property, regardless of their involvement, to improve the industry for everybody by elevating UK Estate Agencies through world-class technology.

If you join us, you’ll be helping to improve the property industry for everyone by ensuring our clients love our software and helping them find their way around the system You'll also work closely with other teams across the business, giving feedback on product development and technical issues, and supporting launches of new product features, making sure Street.co.uk remains best-in-class.

If you love autonomy, are naturally curious, and want to have a genuine impact within a rapidly growing company, we think you’d fit right in

**A bit about you**
- You are familiar with working in a high volume, fast-paced, live chat role
- You have experience in leading a live chat team or feel ready to progress into that position
- You’ll be confident in holding conversations with the wider Street Group team as well as clients, managing expectations and asking the appropriate questions to build a full understanding of the problem
- You have a passion for technology and websites and an enthusiasm for developing this knowledge even further
- You’re a self-starter who can take initiative where required
- You have a keen interest in AI and how we can use this within your team to drive making processes more efficient
- You’ll have outstanding communication skills, both written and verbal
- You have experience in using Intercom or similar, as well as competency in managing a ticketing system through Jira
- You’re calm and collected under pressure whilst keeping a happy and positive mindset
- You’re adaptable to each issue dealt with and truly take pride in your work.

**Here’s what you can expect to be working on as a Customer Support Team Lead at Street Group**
- Being an expert on Street.co.uk and learning estate agency workflows to ensure you have context to user problems
- Responding to any system bugs reported by the client and escalating this to the development team where necessary
- Leading on wide scale communication to keep the user base updated during and after the resolution of any system wide issues
- Obtaining customer feedback and feature requests, ensuring these are communicated appropriately to the development team and managing customer expectations around expected timeframes
- Handling more complex chats that have been escalated to you by other team members
- Onboarding new live chat team members and supporting their training
- Ensuring the platform knowledge base is kept up to date so that users can proactively obtain ‘self-serve’ guidance and support

**Who are Street Group?**

We’re an award-winning PropTech business based in Manchester, founded in 2015 by brother and sister duo, Tom & Heather Staff. Most of us have personal experience of how painful moving can be, and Tom and Heather saw an opportunity to change this: utilising technology, as well as our incredibly talented team, to improve the industry for everyone.

Our products, Street.co.uk, Spectre, and Insights form a powerful trio, working harmoniously together to transform an agent’s job. From securing more leads and winning new instructions to streamlining business operations and growing market share, our products are supercharging 1,000s of agencies across the UK.

Street.co.uk launched back in 2020 and serves as our game-changing CRM, allowing agents to deliver a service that aligns seamlessly with the modern, 'on-demand' needs of customers and their busy lifestyles. With its beautiful design and user-friendly interface, Street.co.uk is dedicated to the singular goal of delivering an incredible customer experience.

**Why join Street Group?**:
Hybrid-working - you can work from home up to 2 days per week
️ Guilt-Free R&R - £1000 towards a holiday after your first year with the team (we'll even cover the tax)
Joining a culture that supports your development and encourages growth
£500 yearly L&D budget for your career development
Your birthday on us - we pay, you stay away
‘Give something back’ - 2 paid days volunteering on us
Enhanced maternity, paternity & adoption pay
Mental health & well-being support via Health Assured
Regular well-being initiatives
Joining a new team in an exciting business with huge ambition
Be a part of something bigger - everyone in our team is passionate about improving the entire property industry It's a huge goal, but it motivates us to do better every single day
‍ A chance to work on cutting-edge technology
Comfortable, relaxed office space - office dogs welcome
Fully stocked fridge and beers (or an alternative) on us every Friday afternoon
Company and team off-sites, events and happy hours

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